The majority of consumers are uncomfortable with the deployment of robotaxis in the U.S., and even those who are excited about the technology have some damning feedback from their early rides in this novel technology.
Just 27 percent of people who live in communities where autonomous vehicles are being tested, but have not ridden in them, are comfortable sharing the road with them. Meanwhile, just 20 percent of drivers nationwide are comfortable with the technology.
Consumer confidence is complicated by those who have actually taken rides in robotaxis. Among this group, J.D. Power’s first Robotaxi Experience Study finds that 47 percent gained trust after their first ride, and 51 percent maintained their trust.
The study found that just two percent of riders lost faith in robotaxis after taking a ride in one, which sounds like a major victory for the technology. However, as J.D. Power points out, people who have already taken rides in autonomous vehicles tend to be early adopters, who are predisposed to being excited about the technology.
Even among this group, there are some big complaints about AV technology. In fact, the four categories that consumers perceive as the most important to robotaxis use are the ones riders are the least satisfied with.
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Riders are not satisfied with the price of riding in a robotaxi, nor with its accessibility for passengers with disabilities, and the customer support while in the vehicle leaves a lot to be desires. Riders are also dissatisfied with the vehicles’ service area and coverage, but that has more to do with regulations than the autonomous vehicles themselves.
What is perhaps most damning of all is that the majority of riders don’t think that robotaxis are actually better at driving than humans. A significant portion of riders do believe that AVs are better than humans, citing their law-abiding driving. However, 60 percent think the opposite, and cite things like unnecessary stopping and causing collisions or incidents. You know, small stuff like that.
Despite that, AV companies seem to still be building trust among these riders, who are important ambassadors for them. With 81 percent of people who haven’t ridden in a robotaxi expressing an interest in hearing about others’ experiences, riders will play an important role in determining the future of the robotaxi industry.
“Automated vehicle technology is built on the promise of alleviating distracted driving, impaired driving and collisions attributed to human error,” said Kathleen Rizk, senior director of user experience benchmarking and technology at J.D. Power. “However, the benefits result from consumer acceptance, which is why it’s imperative to ensure these first deployments are flawless – not only for the riders but also especially for those who are not early adopters, including non-riders who are experiencing AVs in their community and those learning from a distance through social media and other news outlets.”
